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ITIL :: View topic - A quick question from a newbie
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A quick question from a newbie

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Joined: Jul 17, 2008
Posts: 1

PostPosted: Fri Jul 18, 2008 1:42 am    Post subject: A quick question from a newbie Reply with quote

Hi all,

Great website, some very useful articles to help me on my way up the ladder.

I need help is resting an argument. At the moment its me V my manager and my know it all colleague.

Basically, we have had a incident flagged as a possible problem, upon further investigation into it, a 3rd party has already got a known error in place and has a permanent solution in the next software patch.

Should we still raise this as a problem even thou it is known error status, or simply put, should all known errors have a problem record behind them.

According to ITIL, all known errors should remain a problem until a permanent fix is supplied.

Can someone please help me clear this mess up before I let the tyres down on my colleagues car!!!!

I look forward to the responses!!

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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Fri Jul 18, 2008 3:20 am    Post subject: Reply with quote

Hi Lou.

It is very simple. If something is causing incidents or has the potential to cause incidents or otherwise degrade your services, then it is a problem until fixed.

Documenting a known error, supplying a workaround and predicting the date on which it will be resolved does not change the fact that you have a problem.

One obvious reason why this is true is that you cannot be certain that the predicted fix will in fact work as required for you.

A problem is a problem until formally signed off as not a problem.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Senior Itiler

Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Fri Jul 18, 2008 4:10 am    Post subject: Reply with quote

What Diarmid is saying+ you are actually giving the problemrecord a (lifecycle) status: problem, known error, RFC pending, closed.


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